Priority override

[KirstinR]

We are very new at using the ServiceNow HR module.     Our priority field is automatically populated according to the priority lookups.   We would like to override the lookups from time to time when HR calls to rush a case.     Currently when we receive a call from HR, our CSR will update the priority and click "update" to place the case back into a group to be processed.   When another CSR picks the case to process it, the priority automatically reverts back to what's on the data lookup table.   Would it work to create a business rule that states if priority = 0 then ignore the priority lookup table?   If so, what are your scripting suggestions?

[Michael Fry1]

If you don't make any changes, it's just going to use the default value. If you're making changes, make sure you have the check-boxes checked:

[KirstinR]

Michael and Kalaiarsan - Thank you for all your help.   I am going to make the adjustments and test it.

[KirstinR]

I checked "run on update" and unchecked the "always replace".     All our check boxes mirror yours above.  

Updating the priority on an existing case works.   However, when I created a new case, the priority field did not automatically fill in with what is on the priority lookup.     When we initially create a case or update the categories on a case, we would like the priority field to default according the data lookup.       What adjustments should I make?

[Michael Fry1]

What are the fields that determine priority?

[KirstinR]

the following fields determine the priority:   Category, Subcategory and Subcategory 2